Akeneo Product Cloud is a composable solution for orchestrating, activating, and optimizing product experiences across all owned and unowned channels. With its open platform, leading PIM, add-ons, connectors, and marketplace, the Akeneo Product Cloud improves product data quality and accuracy, simplifies catalog management, and accelerates the sharing of product information across all channels and locales.

At Akeneo, our teammates are the driving force behind who we are and where we want to go as a company. We work every day to shape a first-class work environment and culture, which is rooted in our core values of Humility, Benevolence, Openness, Innovation and…Beer (aka. comradery)! We want our people to help us grow and to grow with us, and that’s why we do whatever it takes to equip our employees with everything they may need to make a tangible impact on themselves, the business and the company. Let our intrepid three-headed mascot #ZiggyTheHydra welcome you into her world and join us at Akeneo! Learn more about who we are as an employer and about our Culture and Values via our Career page.

Job description

Are you a tech-savvy problem solver with a passion for delivering exceptional customer support? We are seeking a Support Engineer to join our dynamic and growing team in Boston. As a Support Engineer at Akeneo, you will play a pivotal role in ensuring our clients and partners receive top-notch technical assistance and an outstanding customer experience

About us

At Akeneo, our support team spans across multiple global locations, including Nantes, Boston, and Sydney, and operates within the product department. We are a close-knit team of dedicated and passionate individuals who are committed to going the extra mile to exceed customer expectations.

Responsibilities

• Collaborate closely with support technical and non-technical team members, otherAkeneo team members, and customers to help directly or indirectly solve client and partner problems
• Ensuring customer satisfaction by resolving issues effectively in an accurate and timely manner
• Investigate logs, code, configurations and other relevant data to identify the root cause of the issue
• Capable of summing up a technical issue for multiple stakeholders, maintaining a detailed record of the investigation process, and finding solutions
• Work with different squads based in France to ensure the reliability of the technical qualification
• Improve your skillset thanks to additional training and exposure to other programming languages featured in Akeneo products
• Capitalize on feedback from our customers and partners to improve our functional and technical documentation and suggest product improvements
• Contribute to the success of the support team with active contributions: workshops, documentation, and pair programming.
• Participate in on-call rotations to coordinate and resolve emergencies (occasionally)
• A willingness to learn and help others on the team grow

Technical stack 

• Back-end: PHP, Symfony, NodeJS
• Infrastructure: GCP, Docker, Kubernetes / on-premise, Paas, Saas
• Operating system: Linux, Bash
• Database: SQL and MySQL
• Analytics: Big Query, ElasticSearch
• Observability: Datadog
• Monitoring: K9S
• Collaboration tools: Jira, Notion

Qualifications

• You have at least three years of experience in application development or technical application support
• You have a strong ability for self-reflection, critical thinking capabilities, an observability mindset, and a data-driven approach
• You enjoy investigating and pairing with tech leaders and support analysts to maintain and improve customer satisfaction
• You know how to communicate effectively with internal stakeholders from various teams: developers, staff engineers, and cloud operations/DevOps
• You enjoy working with your teammates in Boston and in Europe and occasionally meet them in person in France
• You have strong written and verbal communication skills
• You are autonomous, reactive, and involved.

A big plus if you: 

• have experience in TPAM (Third-party Application Maintenance) or a fast-paced environment
• have both code and infrastructure experience.

Life at Akeneo 

🌎 Diverse, cross-cultural team.

🎉 Annual All Staff gathering week, office parties, team offsites

👋 Top-notch 8-week onboarding program for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company

Benefits

💰 Get the basics right with a competitive package, generous Paid Time Off (5 weeks) and complementary health insurance!

Time off

⏰ Flexible working hours, hybrid home/office policy

👶 Take the time you need to welcome a new family member with 16 weeks of maternity leave (30 days if you are the second parent)

Health & Wellness

🧘 Individual and confidential coaching sessions with a mental health practitioner of your choice

👵 Plan your retirement with ease thanks to our 401k with company matching

Equipment

🔊 Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...

💻 Choose between MacOS or Linux

💸 Personal remote allowance to maximize your home office environment

Professional Development

🎫 Participation in in-house events welcoming external guests (ie. Meetups) or industry events

🧑‍🏫 Group and individual training opportunities

Corporate Responsibility

🤲 Employee Volunteering program: give back to the community with two days per year dedicated to supporting the charities of your choice.

🧑‍🤝‍🧑 Diversity & Inclusion: Akeneo provides and ensures a safe work environment for everyone, regardless of seniority, gender identity, and expression, sexual orientation, disability, mental illness, neuro(a)typicality, personal appearance, body size, race, ethnicity, age, religion, nationality, or other characteristics. Akeneo is deeply anti-racist, anti-homophobic, anti-sexist, anti-ableist, and inclusive. We create the right conditions for you to feel safe and be yourself!

Interview process

• Say hi! If your application has caught our attention, you will receive an invitation to a 30-minute conversation with one of our Talent Acquisition Specialists, where you’ll learn more about the role and about Akeneo.
• Meet your future manager! This 45-60 minute interview will allow you to go in more depth into what the role entails and discuss your experience and skills.
• Meet the team! Project yourself into the reality of the position and confirm our company culture fits you with one or two additional interviews with your future colleagues or stakeholders.
• Sign your offer!

At all stages of your recruitment process, our Talent Acquisition team is committed to giving you an update in a one-week time frame.

So? Is this job description all about you? Then what are you waiting for - click that Apply button so that we can meet you without further delay!
Feeling hesitant because you think you’re not checking 100% of the requirements for the job, but still feel confident and motivated to grow into the position? Don’t hesitate to apply anyway, or reach out to us for questions or clarifications!